Overview
Most ticketing systems ship with their own knowledge base: Zendesk Guide, Salesforce Knowledge, Intercom Articles, Freshworks Solutions, and the equivalent in other platforms. This is usually the single most valuable knowledge source you have, because it is the content your team already maintains and points customers at every day. IrisAgent treats it as a first-class data source.No additional setup required
Once you connect IrisAgent with your primary ticketing system, it automatically connects with that system’s knowledge base. There is no separate integration to authorize and no second set of credentials to manage. The OAuth permissions you grant during the initial ticketing connection cover both tickets and knowledge content. If you have not connected a ticketing system yet, start with the guide for your platform:How the content is used
Articles from your ticketing system’s knowledge base are indexed and used to suggest resolutions that match an incoming support case, to ground chatbot answers, and to help both support agents and customers reach a resolution faster. Because the connection is live rather than a one-time import, edits and new articles published in your ticketing system flow through to IrisAgent without a manual re-upload.Adding knowledge from elsewhere
Your ticketing system’s knowledge base is rarely the whole picture. You can layer in additional sources:- Public Websites for docs, tutorials, and blogs
- Confluence for internal knowledge in Atlassian
- Upload Content for CSV and PDF files
Data governance and security
Data between customer environments and IrisAgent’s systems is always encrypted at rest and during transmission, authenticated at each endpoint, and monitored for integrity.- IrisAgent removes PII data and does not store any PII data on our servers.
- IrisAgent does not share any data with third parties.
- IrisAgent is SOC 2 Type II compliant and GDPR compliant.